Disputes Details

Learn how to handle dispute.

A payment dispute is a disagreement between two parties over the payment for goods or services rendered. It occurs when a buyer believes that they have been charged an incorrect amount or the seller has failed to deliver the promised goods or services. In such cases, the buyer may initiate a dispute with their payment provider, such as a credit card company, in order to seek a refund or resolution of the issue. The payment provider will then investigate the dispute and make a determination based on the information and evidence provided by both parties. The resolution process can vary depending on the payment provider and the specific circumstances of the dispute, but the goal is typically to find a fair and satisfactory solution for both parties.

There are two types of disputes: normal disputes and fraud disputes.

Normal dispute

A normal dispute is typically raised when the buyers are dissatisfied with the product or service they received, the product was not as described, the product was not delivered, or they have experienced some other issue with the transaction.

When you receive a dispute request, you can decide to accept the dispute, or provide evidence to refuse the dispute.

Accept the dispute

There are two ways to accept the dispute: Chargeback and refund.


A chargeback is a dispute resolution process, mostly for credit card transaction, in which the issuer returns the amount of the transaction to the cardholder, reversing the original charge. Chargebacks occur when a cardholder contacts their bank to dispute a transaction, claiming that the transaction was unauthorized, fraudulent, or that the goods or services were not delivered as promised. The card issuer then investigates the claim and if they agree that the charge was improper, the funds are returned to the cardholder's account, and the merchant is charged back for the transaction amount. The chargeback process is designed to protect the cardholder and give them a way to seek a refund for a disputed transaction.

The payment methods supporting chargeback are listed as below:

International CardLocal Payment Methods
Visa, Mastercard, JCB, American Express, Diners Club, UnionPayJapanese Carrier Billing, Paidy, Korean Local Credit Card

When a chargeback happens, you will be debitted for the chargeback amount in your next settlement, and be notified through email or our account manager. You can accept the dispute or refuse by providing evidence. If your evidence is clear enough, the chargeback amount will be credited back to you.


For most local payment methods, there are no chargeback functions. Once any dispute regarding these payment methods is raised, we will inform you by email, help you communicate with the buyer, and let you make the refund decision. Unlike international cards and other local payment methods supporting chargeback, these payment methods will not deduct the amount of dispute transactions from the settlement amount.

Refuse the dispute


The merchant may need to provide evidence to support their claim that the transaction was legitimate to refuse the disputes. The specific evidence required may vary depending on the dispute resolution process of the credit card company or payment processor, but some common types of evidence that a merchant might provide include:

Proof of delivery: This could be a delivery receipt, a tracking number, or any other documentation that shows the item was delivered to the customer's address.

Proof of authorization: This might include a signed sales receipt, a copy of the customer's ID, or any other evidence that shows the customer authorized the transaction.

Communication records: This might include email or chat logs that show the customer received the product or service and that they agreed to the terms and conditions of the sale.

Item description: The merchant may provide a detailed description of the item or service that was purchased, along with any relevant details such as color, size, or model number.

Terms and conditions: The merchant may provide a copy of their terms and conditions or return policy, to show that the customer agreed to these terms at the time of purchase.

It's important to note that the credit card company or payment processor may require additional evidence, and you should be prepared to provide any information that is requested. Additionally, the evidence required may vary depending on the specific dispute and the laws in the jurisdiction where the dispute is being resolved.


In case of insufficient evidence, your claim is possible to be refused by the credit card company or payment processor. Then you will receive a second-time dispute. At this stage, you can accept the dispute, or raise an arbitration with the credit card company or payment processor, where you have to bear all the arbitration costs.

Another solution

Besides accepting through chargeback or refund and refusing by providing evidence, there is always an efficient way to resolve the dispute problem: contact your customer directly, and clear up the misunderstanding.

So that's why it is suggested to provide your contact information on your website or APP, whatever email or phone number. Let the buyer easily find you, which will greatly reduce the probability of disputes.

Fraud dispute

Fraud dispute is caused by fraudulent payment. Fraudulent payment refers to a payment that is made using false or stolen information, such as a fake credit card, a stolen identity, or a counterfeit check. The payment is unauthorized and is made with the intention of committing fraud or theft. Fraudulent payments can be made online, in-person, or through other means of payment. They can cause significant financial losses for businesses and individuals, and can also damage their credit history and reputation. To prevent fraudulent payments, it is important to use secure payment methods or implement 3DS authentication and to be cautious of suspicious or unusual payment requests or transactions. If a fraudulent payment is suspected, it is important to report it immediately to the relevant authorities and payment providers so that they can take appropriate action.

3DS authentication is a protection measure given to you by the issuing bank and credit card company. When 3DS authentication is implemented in the transaction process, in most cases, you don't have to worry about fraud dispute. However, in rare cases, the issuing bank system does not support 3DS authentication. Once a fraud dispute occurs, you can provide the 3DS authentication record as evidence, and we will submit it to the credit card company and the issuing bank to resolve the dispute.

However, if 3DS authentication is not implemented in the transaction, once a fraud dispute occurs, unless you have sufficient evidence to enter arbitration to prove the authenticity of the transaction, you will bear the loss of buyers.


Here are some tips to help minimize the likelihood of payment disputes:

Clearly define the terms of payment: When entering into a business agreement or contract, make sure the payment terms and conditions are clearly defined, including the amount limitations, payment schedule, refund policy, and any other issues.

Implement 3DS authentication: Our dynamic 3DS solution protects you from fraud payments in a safe and sufficient way.

Send invoices promptly: Send invoices promptly and make sure they include all the necessary information.

Provide more information: Our API allows you to provide addendum data to enrich your customer payment, helping authenticate the validity of the payment.
Offer flexible payment options: Offer flexible payment options, such as local payment methods, to provide more choices to your customers.

Be proactive in resolving disputes: If a payment dispute does arise, be proactive in resolving it by reaching out to the customer and attempting to find a mutually acceptable solution.

Keep accurate records: Maintain accurate and detailed records of all transactions, including invoices, receipts, and payment records, which can be useful in resolving disputes.

By taking these steps, you can help minimize the likelihood of payment disputes and ensure a smoother, more efficient process for both you and your customers.